Refund & Withdrawal Policy

1. Scope

This policy applies to all services contracted with Astrol Nodes and forms part of the Terms and Conditions. It distinguishes between our commercial guarantee and the statutory right of withdrawal that applies to consumers.

2. 7-day commercial guarantee

We offer a refund within the first 7 calendar days from the activation of the service, only where the service does not work correctly for reasons attributable to Astrol Nodes and we are unable to resolve the issue within a reasonable time.

To request it, you must first open a support ticket describing the problem and give us the opportunity to fix it. This guarantee does not cover dissatisfaction unrelated to a malfunction on our side, nor problems caused by your own configuration, third-party software or the provider of the game/application you run.

3. Right of withdrawal (consumers)

If you are a consumer (a natural person acting outside a business activity), EU law grants you a 14 calendar day right of withdrawal from the date of contracting, without the need to give reasons.

The right of withdrawal does not apply to services that have been fully performed, to domain registrations, or to goods/services made to your specifications, in accordance with applicable consumer law.

4. What is not refundable

• Services already provisioned and used, beyond the proportional rule in section 3.
• Domain registrations and one-off setup fees.
• Renewals of services already in use (cancel before the renewal date to avoid the charge).
• Services suspended or terminated due to a breach of the Acceptable Use Policy or these Terms.
• Credit balances added to your account.

5. How to request a refund or withdraw

Open a support ticket or write to [email protected] stating your name, the service concerned and the reason. To withdraw you may use any clear statement; a model form is provided below.

Approved refunds are processed within a reasonable period to the same payment method used for the purchase. The time it takes to appear on your statement depends on your bank or payment provider.

6. Chargebacks

If you have an issue, please contact us first — we will help you. Initiating a chargeback or payment dispute without contacting us may lead to the suspension of your account while the dispute is investigated.

7. Model withdrawal form

(Only complete and send this form if you wish to withdraw from the contract.)

To Astrol Nodes ([email protected]):
I hereby give notice that I withdraw from my contract for the following service: ______________
Ordered on / activated on: ______________
Name of the consumer: ______________
Account email: ______________
Date: ______________